INDEX
Abu Dhabi, 4, 23–25, 29–31, 39, 104, 132–133
Accenture, 138
AIDS, 192–193
Airbnb, 116
Alliance for the Determinants of Health, 175–179
Alluceo, 122
Al-Qaeda in Iraq (AQI), 70–71
Amgen, 163–166
Anderson, Scott, 47–48
Aposhian, Clark, 213–219
AQI (Al-Qaeda in Iraq), 70–71
Arab Spring, 24
Arlington National Cemetery, 11
“Arriving,” 59–60
Articles of Confederation, 225
Artificial intelligence, 109
Bangor, Maine, 229
BBC, 26
Benchmarking, 47–48
Berensen, Nannette, 63–65
Bergomi, Luigi, 90
Best practices:
adopting, 97–99
codifying, 52
identifying leaders for, 28–29
outsiders role in, 48–49
standardizing, 51
Best-in-class clinical protocols, 67
Biden administration, 17, 220–221
BlackBerry, xii
Bladder cancer, 23
Blockchain, 109
Blue Plate Diner, 214
Boston, Mass., 36
Boston Children’s Hospital, 229
Bradway, Bob, 163–166
Breastmilk, 186
Briesacher, Mark, 55–56
Brown, Brené, 3–4
Buffalo, N.Y., 150
Bush, George W., 214
Business model, right, xix, 172–173, 180
benefits of breastmilk on, 186
bladder, 23
Covid-19 effects on, 198
digital applications with, 117
and empathy, 4
gastric, 164
and immunotherapy, xvii
mapping DNA of, 143
multiple myeloma, xvii, 10, 18, 57
research on, 133–134
stomach, 118–119
and vulnerability, 57–58
Capeles, Tiffany, 203–204
Castell, 30
Central Intelligence Agency, 71
Charity work, 173–180
Chicago, Ill., 173
Church of Jesus Christ of Latter-day Saints, 1, 67, 214
Civica Rx, xiv, 129–131, 139–141, 146
Classic Air Medical, 159–161
Classic Aviation, 165
Clegg, Shannon, 184–188
Cleveland, Ohio, 149
Cleveland Clinic, x, 5, 29, 214
fostering intimacy at, 55
home access to, 112
improvement efforts at, 91, 104
injustices at, 193–194
patient safety in, 44
trauma care at, 131–132
vendor problems at, 102
Cleveland Clinic Abu Dhabi, x, 23, 5, 132–133, 255–256
Cleveland Clinic Children’s Hospital, 101
Coke, 196
Command-and-control approach, xvi, 76
Compassionate discussions, 55
Conflict culture, xv–xx
Connect Care Pro, 113
Continuous improvement, xiii, 47, 53, 67, 75, 89, 91–97, 105
Covid-19:
and anti-vaxxers, 16
caregiver burnout from, 81
Delta variant of, 198–199
effects on cancer, 198
and frontline caregivers, 13–14
mask mandates for, 8–9, 198–199
politicization of, 200
protection from, 17
response to, 9–10, 80–81, 100–101
rise of, 8
testing for, 10, 100, 134, 200
treatment of, 129–130
vaccinations against, 15–16, 200, 220
vaccine mandates for, 15–17, 220–222
Covid-19 pandemic, 55, 79–81, 134, 221
Cox, Spencer, 198
Creativity, 26, 49–50, 90, 110, 123
Culture of improvement, 89–90, 103
Curiosity, xvi, 18–19, 110, 173, 184, 211–212, 215
Cycle for Health UAE, 133
DACA (Deferred Action for Childhood Arrivals), 194–195
DAMAN, 133
Daraprim, 127–128
Davos, Switzerland, 74
DeCODE genetics, 142–143
Deferred Action for Childhood Arrivals (DACA), 194–195
DEI (see Diversity, equity, and inclusion)
Delta Airlines, 111
Diabetes, 114–115, 117, 130, 132, 179, 186, 195
Digital Hippocratic Oath, 140
Discovery Channel, 26
Disruption:
adapting to, 100
leading, 70
minimizing, 40–41
preempting, xix, 34, 68–69, 76, 123–125
preparing for, 81
Diversity, 183
acceptance of, 1
enabling progress in, 145
outsider perspectives on, 24–25, 28, 36
powering innovation through, xviii
Diversity, equity, and inclusion (DEI), 12–15, 36, 191, 196–197
DNA, 142–143
building relationships through, 8–11
fostering, 18–19
and race relations, 12–15
and vaccine hesitancy, 15–17
witnessing, 7–8
End-of-life care, 51–52
Epstein, David, 28
achieving objectives in, 120
as fundamental of care, 196–197
and growth, 155
Vizient metrics in, 59
in the workplace, 136–137
FaceTime, 10
Faith-based investments, 122–125
Feedback, 53–59
Fee-for-service models, xii–xiii, 77
Fernandopulle, Rushika, 30
First Niagara Bank, 150
Five Prime Therapeutics, 164
Floyd, George, 12, 36, 138, 196
Forbes, 43
Foundry program, 121
Frenemies, 127–146
Fritz, Nick, 180–182
Fundamentals of Extraordinary Care statement, 114
Gabriel, Larry, 142
Gastric cancer, 164
Geisinger Health, 26
General Catalyst, 116–118
Genomics, 109
Glassdoor, 71
Good growth, 152, 159–161, 163
Good trouble, 31–39, 203–204, 227
Google, 68
Graphite Health, 140–145
“Grassroots good,” 144–145
Great recession, 149
Greg (patient), 179–180
Growth, 149–166
Hamilton, George, 121
Harrison, Alex, 4–5, 102–103, 170
Harrison, Martin, 170
Harrison, Mary Carole, 4–5, 18, 170, 229
Harrison, Settie, 170
Harvard Business School, 151
Harvard University, xvi, 129, 209, 212
Haslem, Derrick, 118–120
Healthcare Partners Nevada, 152, 155–158
Heart disease, 102, 113, 114, 176, 186
Henn, Morissa, 209–220
Herbert, Gary, 8
Holzhauser, Katherina, 16
Hospice care, 51–52
Hospital at Home, 112–113
HP, 138
Covid-oriented, 100
with frontline workers, 93–95, 98
structure of, 103–105
synchronized, 98–101
Huntsman Cancer Institute, 133–134
IBM, 136–139
ICU (see Intensive care unit)
IDF (Israeli Defense Forces), 93
Insulin, 130
INTEGRIS Health System, 66–67
Intensive care unit (ICU), 51–52, 80, 145, 169, 226, 229
Intermountain Healthcare, Nevada, 38
Intermountain Medical Center, 13, 44, 50
Intermountain Neurosciences Institute at Intermountain Medical Center, 36
Intermountain Primary Children’s Hospital, 1, 192
Intermountain Ventures, 120–121
Intermountain West, 1, 159, 209
Iora Health, 30
Israeli Defense Forces (IDF), 93
Ivory, Clark, 223–224
James, Brent, 47
Jim Crow segregation, 219
Johnson, Wes, 90–91
Joint Special Operations Command (JSOC), 70–71, 76
Joint Special Operations Task Force, 70–72, 76
Jumonville, Lydia, 161–162
Kapsandoy, Seraphine, 13–14
Kerrey, Bob, 10–11
Krakovitz, Paul, 38–39
Leavitt, Mike, 65–66, 82, 129, 173–174, 214–216, 225, 235
Life Flight, 159–160
Liljenquist, Dan, 127–129, 139–141, 152, 163–165
Livongo Health, 117
Loop, Floyd, 102
Loyal opposition, 201–205
Maci (patient), 85–88
Marine Corps, 180
Mark, Nickolas, 120–121
Martin Luther King Jr. Day, 195
Masai tribe, 111
Massachusetts General Hospital, 36
McChrystal, Stanley, 70–71, 75–76
McKee, Kathleen E., 36–37
McKinsey & Company, 44–47
Medal of Honor, 11
Medicare, 17
Meningitis, 221
Metaverse, 109
Microsoft, 116–117
Mooney, Beth, 149–151
Moore, Mikelle, 171–172, 183–184, 197
Moore, Rusty, 63–65
Multiple myeloma, xvii, 10, 18, 57
Mutual respect, 39, 73, 218, 225
MyHealth+, 28–29, 111–112, 116, 122–124
Nadauld, Lincoln, 143–144
Navy SEALs, 11
Neonatal intensive care unit (NICU), 86–88, 143
Networking, 6
of devices, 116
of drones, 108
of facilities, 64, 67, 70, 100, 113, 152, 159, 175–177
of supplies, 99
“New-collar employees,” 136
NICU (neonatal intensive care unit), 86–88, 143
Nixon, Richard, 10–11
Northern Ohio Trauma System (NOTS), 131–132
O’Hare Airport, 173
One Intermountain, xiii, 69, 73–75, 81, 101
OneTen, 138–139
Outcome-based payments, xii
Outsider perspective, 23–42
and awareness of blind spots, 27
benefits of, 25–31
catalyzing effect of, 29–31
and good trouble, 31–39
integrating, 40–42
new knowledge from, 28–29
and risk taking, 27–28
Palmer, Marty, 1–4
Paralympics, 90
Pathways in Technology Early College High Schools (P-TECH), 138
Patient safety movement, 43
Pehrson, Tim, 66–67
Personal protective equipment (PPE), 80, 101, 221
Phillips, Shannon Connor, 45, 48
Plume, 117–118
POKE (preventing pain and organisms from skin and catheter entry), 86–90, 94
Population health model, xi–xiii, 112, 133, 152, 166, 172 (See also Value-based care model)
Porter, Michael, 151
PPE (see Personal protective equipment)
Presbyterian Health Services, 141
Press Ganey, 48–49
Preventing pain and organisms from skin and catheter entry (POKE), 86–90, 94
Preventive care:
accessing, 177
and Covid-19, 198–199
firearms’ role in, 210
improving, 78
patient reminders for, 122
Progress tracking, 48–53
Provo, Utah, 119
P-TECH (Pathways in Technology Early College High Schools), 138
Radical collaborations, 114–118
Randy (patient), 176–177
Reddy, Cara Camiolo, 63–65, 73
Reiss-Brennan, Brenda, 114, 122
Reorganization, xiii–xiv
and civility, 54
leading, 66
preempting disruption through, 68–69
for rehabilitative care, 63
(See also Restructuring)
Respect, mutual, 39, 73, 218, 225
Responsibility, taking, 56–57
Restructuring, 68–74, 77–81, 88, 196 (See also Reorganization)
Richfield, Utah, 119
Right business model, xix, 172–173, 180
Rinaudo, Kell Cliffton, 107–110
Robinson, M. Reis, 141
Rometty, Ginni, 139–139
Rutherford, Bill, 139–140
St. George Regional Hospital, 86
Salt Lake City, Utah, 212, 214
Saltzer Health, 165
Santa Barbara, Calif., 11
SCL Health, 161–165
Second Amendment, 210–211
Shadowing, 1
Shark Tank, 121
Shkreli, Martin, 127–128
Smith, Ryan, 146
Snap, 116
Standard & Poor’s, 43
Standardized care, xiv, 64, 67
State Department, 71
STEM, 138
Stomach cancer, 118–119
gun-related, xvi, 211–213, 218, 225
Sun Valley Conference, 110
Synchronized huddles, 98–101
Taking responsibility, 56–57
Taneja, Hermant, 117–118
Task Force (see Joint Special Operations Task Force)
T-cells, xvii
Telehealth (telemedicine)
building relationships with, 155
as digital innovation, 47, 122
introducing, xiii–xiv
partnering with, 162
providing, 113
resistance to, 118–120
treatment via, 157–159
value of, 172–173
Tele-oncology, 119
Tesla, 74
Theory of Constraints, 103
3D printing, 109
TOMS Shoes, 144–145
Tony (IBM employee), 136–137
Total Productive Maintenance, 103
Toyota Production System, 89
Triangulation, avoiding, 58–59
Trump, Donald, 11
Tübingen, Germany, 4
Tullman, Greg, 117
Turing Pharmaceuticals, 127–128
Twitter, 17
Twix, 195
United Arab Emirates, 23, 28, 132
United Healthcare, 154
United Nations, 130
University of Pittsburgh, 6, 64
University of Utah, 133–135, 180, 185
University of Western Ontario, 7
U.S. News & World Report hospital rankings, 205–206
US Olympic Committee, 90
USSC (Utah Shooting Sports Council), 211
Utah Academy of Family Physicians, 79
Utah Grand Challenges, 133
Utah House of Representatives, 216
Utah Housing Preservation Fund, 180–182
Utah Shooting Sports Council (USSC), 211
Utah State Correctional System, 184–185
Value-based care model, xi–xiii, 75–79
business benefits of, 172
and fixed pricing, 29–30
increasing workforce for, 160–163
over full lifespan, 38
(See also Population health model)
Vernal, Utah, 118–119
Vertigo, 143–144
Vietnam War, 10
Vulnerability, 55–58
Walgreens, 68
Walmart, 111
Washington, George, 225
Washington County, Utah, 175–177
Weber County, Utah, 175–177
Welkie, Katy, 192
Wilson, Brad, 216–217
Zions First National Bank, 47
Zipline, 108